Answering Your Questions: 211 FAQ

Is 211 the Same as 911?

No. 911 is for life-threatening medical, fire, and police emergencies. 211 is for non-emergency health, human, and social service needs. During a large-scale disaster, 211 becomes the official public community information phone number to reduce the strain on 911, providing essential updates on shelters, food, and safety.

Who Do I Call for Help in Alameda County?

If you need help, call 211. Our services are designed to help everyone. You do not need to be in a desperate crisis to use 211. Whether you are a senior living on a fixed income, a single parent looking for childcare, a social worker finding referrals for a client, or a resident preparing for a major storm, we are ready to help.

Is 211 free?

Yes, our services and referrals are completely free to the public.

Is 211 confidential?

211 is private and confidential, whether you call or text. We maintain strict confidentiality protocols to ensure your privacy and safety. You can ask for help without fear or judgment.

What information do I need to provide?

You don’t have to give your name when you call 211, but providing your zip code, basic household demographic information, and a summary of your needs helps our specialists find the exact resources you qualify for so we can get you to the help you need.

Can I text 211?

Yes! You can text 211. Text your zip code to 898211. Our texting lines are managed by live community resource specialists Monday through Friday from 9 am to 4 pm PT.

Does 211 Support Non-English Speakers?

Yes! 211 support is available in over 300 languages.

What is 211 Alameda County and how does it work?

211 is a free, easy-to-remember phone number that is available 24 hours/day throughout the year that connects callers with health, housing and human services. When you dial 2-1-1, you will talk to a trained resource specialist who has access to 211 Alameda County’s comprehensive database information on health, housing and human service listings available in Alameda County. The information on 211 Alameda County’s databases includes but is not limited to assistance with: rent and utilities, food, emergency shelters, employment, medical (physical, mental and emotional health), transportation, and other critical needs. Information on services such as affordable child care, information about caring for an aging relative, or help recovering from a disaster is also available.

211 information and referral services are available 24 hours a day, 7 days a week, every day of the year. Information can be provided in over 300 different languages.

When is 211 available?

211 is available 24 hours a day, 7 days a week throughout the year.

If you are calling from outside of Alameda County, or have technical difficulties when dialing 2-1-1 from your cell phone, voice-over-IP, or office location, please see our help page, or dial the toll free alternate access number at 1-888-886-9660.

Who is eligible to call 211?

Any individual looking for information or assistance to identify the services best suited to meet his or her needs is eligible to call. Case managers, church leaders, employers, teachers or other agencies calling on behalf of their clients, members, employees or students are also welcome.

What is the difference between 2-1-1, 3-1-1, 4-1-1, 5-1-1, 7-1-1, 8-1-1, and 9-1-1?

2-1-1 Alameda is a free, easy-to-remember phone number connecting callers with health and housing and human services in Alameda County.

3-1-1 (where available) is city non-emergency police/utilities (i.e. downed trees in the roadway, escaped livestock, etc.) / things that need attention, but are not life or death emergencies.

4-1-1 is for Directory Assistance such as local and long-distance phone numbers, area codes, and addresses to businesses. This call will cost you a flat rate fee (depending on your service provider).

5-1-1 is a nationwide number used for traveler information and is promoted by the U.S. Department of Transportation’s Intelligent Transport System initiative.

7-1-1 is for communication between TTY users and hearing persons. This service connects TTY users with non-TTY users.

8-1-1 is for utility customer service (call before you dig).

9-1-1 is reserved for emergency police, ambulance, poison, and fire.

When I call 211 who is answering the phone?

The Information and Referral services available through 211 are staffed by Community Resource Specialists (CRS) who are working towards or have received their endorsement as a Certified Information and Referral Specialist (CIRS) by the Association of Community Navigators. These CRS are trained to provide you with professional service according to the Association of Community Navigators Standards. They are skilled at quickly searching through a comprehensive database to find the most accurate and appropriate referrals to meet your needs.

What are the advantages of 211?

Coordination: Following nationally accepted standards (www.informusa.org) for the delivery of information and referral, a network of 211 Area Information Centers (or AICs) linked together to provide information about health and human service resources throughout Alameda County.

Timeliness: Callers get up-to-date information about both state and local community resources.

Individuals and their families save time and effort time by more effectively searching for and accessing a variety of health and human services.

Employers realize productivity gains as employees spend less time on or off-the-job seeking services.

Public and private providers capture savings resulting from reduced numbers of inappropriate referrals and misdirected calls.

Consistency: 211 Area Information Centers across the state follow nationally accepted professional standards for resource information management and delivery of service.

I am a service provider. What programs are eligible to be listed in the Alameda County 211?

Information about the following is included in 211 Alameda County’s databases or will be readily available by referral to an existing community resource:

Community service organizations that offer a social service to the community at large
Critical for-profit health and human service organizations
Federal, State, County, and Municipal government offices
Health and human service advocacy groups
Health and human service professional organizations
Health care providers
Nonprofit health and human service agencies
Self-help and mutual support groups
Health and human service government agencies within Alameda County

Contact 211 Alameda County’s Info Management Department at 510-537-2710 for information on what programs are eligible to be listed in the agency’s databases and how to have your program(s) included.

How do I get outreach material to make available to our clients, members, or community?

Contact 211 Alameda County’s Outreach Team at [email protected] to get a list of materials currently available. These materials include flyers, brochures, magnets, pens, and post-it notes and are available at no cost.

How do I volunteer at 211 Alameda County?

211 Alameda County is always looking for compassionate, committed and mature individuals to fill a number of volunteer positions handling administrative, research, phone, outreach and marketing tasks. For more information about volunteering, check out our volunteer information page, call 510-537-2710, or send an email to our volunteer coordinator at [email protected].

How do I make a donation to 211 Alameda County?

Through your tax deductible donations, you can help support our ongoing community efforts including 211 Alameda County.

Thank you for your interest in making a tax-deductible donation to 211 Alameda County, a 501(c)(3) organization. Our Employer Identification Number (EIN) is 94-2339050.

You can get more information or donate online by clicking here

I have a question not answered above. How do I get answers?

Send an email to [email protected]